The Empowerment of the Consumer
The empowerment of today’s customer, drive by the social web, is creating changes in business unlike any we’ve experienced before. To capitalize on these changes, organizations must engage with customers differently – listening, communicating proactively, and doing whatever it takes to ensure every experience is a positive experience.
TELUS Frontline - powered by RightNow Technologies
RightNow has identified three experiences that matter most to today’s consumer: the web experience, the social experience, and the contact centre experience. These three experiences, when executed well, will drive revenue and sustainable competitive differentiation.
TELUS Frontline, the customer experience suite, helps organizations drive revenue, increase efficiency, and build loyalty by delivering superior customer experiences across the web, social, and contact center touch points.
Today’s consumers know how to navigate their way around websites, and have come to expect always-available access to resources they need to do research, purchase products, and resolve issues online with or without agent assistance. TELUS Frontline Web Experience is delivered as a branded component to an organization’s existing web presence. Customers can quickly and easily find what they’re looking for, and the experience will be interactive, engaging, and branded to create “stickiness.” A Frontline web experience allows customers to transition across web self-service, agent online, mobile devices, and telephone assistance seamlessly, based on their needs and at their convenience.
Consumers use social networking and community sites to get help, seek advice, and send communications about organizations. Social media amplifies these messages (good or bad). Organizations that ignore this will most likely lose these customers to competitors. TELUS Frontline Social Experience taps social networking sites like Twitter, YouTube, and Facebook, as well as blogs and online communities to promote brands, facilitate communities, address customer concerns, and drive revenue. A presence on the social web is critical to engaging with customers and taking advantage of the power of the social web, rather than being at its mercy.
Contact centers are the hub of engagement for organizations and customers. TELUS Frontline Contact Center Experience delivers superior multi-channel customer experiences across the phone, email, online chat, and voice self-service. Customers can quickly and easily achieve their goals, and agents have a powerful agent desktop that empowers them to serve customers in the most efficient way possible. The TELUS Frontline contact center experience is an award-winning way to deliver experiences that consumers will appreciate.
A critical component of a great customer experience is proactive engagement, but it must be compelling and relevant to the intended audience. RightNow Engage enables organizations to deliver the business processes of sales, marketing, and voice of the customer across the web, social, and contact center experiences. Together with the Engage analytics engine, it delivers deep relevant customer communications.
Underlying the TELUS Frontline solution, the cloud platform includes the innovative self-learning knowledge foundation which infuses every customer interaction with relevant and consistent knowledge to provide the basis for a positive customer experience. TELUS Frontline Connect provides the integration framework to easily connect TELUS Frontline with other systems. The entire TELUS Frontline solution leverages a mission-critical SaaS delivery model to guarantee unparalleled uptime, security, and performance.
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